Zendesk for software and cloud services

Transform CX to drive net retention

Existing customers or new ones—software and cloud services companies need to put as much attention on both. Zendesk delivers the tools and resources needed for frictionless customer experiences and expanded brand loyalty at scale.

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Scale through self-service

Sometimes your customers just need a quick answer. Empower them to resolve common questions 24/7 with AI-enabled bots, custom help centers, and technical community forums.

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Make it personal

Your agents strengthen the customer relationship with personalized service at any level, integrating CRM data, license and subscription history, configuration and usage history. One 360-degree view builds the foundation for brand loyalty.

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Work smarter and faster

Boost agent satisfaction with intent detection and automated triage that ensure tickets go to subject matter experts. Agents shed repetitive tasks–common product or defect inquiries–with time-saving routing, automation, and AI-powered workflows.

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Connect your teams

Ease collaboration for front-end and back-end teams by unifying your internal communication channels. Integrate apps like Jira and Slack to help streamline ticket escalations. For agents, shared data from out-of-the-box dashboards continues that support.

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Transform your data to build loyalty

With out-of-the-box and customized reporting plus analytics tools, you track a customer’s journey, providing proactive software support before issues become, well, issues. Use custom dashboards and feedback methods to assess customer sentiment and reward loyalty. Result: data-driven CX strategy with agents ready to upsell and cross-sell your products.

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“Despite a massive increase in support demands for the company’s platform, customer satisfaction metrics and renewal rates are still at all-time highs.”

Scott Gilbert

Senior Director of Global Customer Support at Qumu